Technical Support Specialist I-II
GXS - Brook Park, OH

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Job Description:
Connect to GXS and Connect to the World!
With more than 2400 employees and operations in 20
different countries, GXS offers endless opportunities to
learn, grow and succeed with one of the nation’s
fastest-growing private companies. Bring us your talent,
energy and drive and become a star player on our winning
GXS is seeking a Technical Support Specialist. Technical
Support Specialist is an intermediate Level 2 technical
support position. TSS’s are responsible for providing
all of the functions and duties of the TSS 1 position,
as well as intermediate technical support for escalated
customer issues, answering complex questions on function
and usage of product via the telephone and/or electronic
format. These issues may reside in hosted and enterprise
Must possess moderately strong analysis &
troubleshooting skills, excellent communication skills
are required, both written and verbal. Expertise within
the product offering and the environments they operate.
They must possess and display an understanding of
application functionality, relational database
architecture, operating systems, and communication
protocols. The employee is expected to provide after
hour support based on an on call rotation schedule and
is expected to carry a company provided.

Job Responsibilities:
  • Provides 2nd level technical support responding to
case service levels, effectively troubleshooting
software issues, providing issue resolution, and
customer notification. Recreates customer issues &
escalates to appropriate level.
  • Actively participates in self improvement, process,
and technology training programs.
  • Continually strives to expand comprehension of
troubleshooting methodologies, application
functionality, N-tier architecture, relational
database architecture, and operating systems, as
  • Work cross-functionally within the organization, in
a team environment, to deliver quality,
satisfaction, and resolutions to the customers.
  • Submit and provide new content to knowledge base.
  • Provides internal training sessions and cross-train
other team members in area of product expertise.
  • Submit product defects to L3 Development upon
approval from TSS 4.
  • May manage Critical Customer Accounts as requested.
  • Participate in documentation and product review
process for new product introductions.
  • May provide technical leadership and training for
new and existing products within technical area.
  • Recognized subject matter expert in multiple fields.
  • Perform other/additional duties and projects that
may be periodically assigned.

Job Requirements:Knowledge:
  • Possesses extensive knowledge in Microsoft Windows
Client and Server, and UNIX/Linux.
  • Posses beginner to intermediate programming and
scripting skills.
  • MS Access DB, MSSQL, DB2, Sybase or Oracle RDBMS,
Internet browser, Networking technologies,
Communication Protocols, Microsoft Office or
comparable suites are a plus.
  • One or more years of experience working with one
major CRM tool providing case documentation,
communication and escalation support.
  • EDI or XML experience a must.
Education and Experience:
  • Associate or Bachelor Degree in Technical related
field or Industry equivalent experience. (preferred)
  • Must have experience in customer support.
Industry Experience:
  • Requires minimum 1 year or more of product support
or industry equivalent experience.
GXS Life in Brookpark
The GXS Brook Park, OH office hosts an onsite recreation
room including Ping Pong/Pool tables, Treadmills and
Exercise Bikes for our employees enjoyment. We offer
free coffee, tea and popcorn for munchies throughout the
day. The office is less than 10 minutes from a Rapid
Transit Station and provides a multitude of
entertainment options within an easy drive including the
Rock & Roll Hall of Fame and the local Cleveland sports
GXS is a leading B2B integration services provider and
operates the world’s largest integration cloud, GXS
Trading Grid®. We help our customers extend their
partner networks, automate receiving processes, manage
electronic payments and improve supply chain visibility.
Servicing more than 550,000 businesses, including
two-thirds of the Fortune 500 and 22 of the top 25
supply chains, we are valued as the world’s #1 B2B
Integration Services Company and recently named to the
Inc. 5000.

To Learn More:
Req. Code : 2327
Organizational Unit : GSS
% of Travel Required : 0-20%
Shift/Hours : Second Shift (Afternoon)

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